Manager Customer Service

Stan Galonski

*** *** ****** ***** *******, CA 91007

Tel: 818-***-**** E: **********@***.***

Operations Management / Client Service Liaison

Proactive and dedicated operations leader with a commitment to providing

unsurpassed levels of client service and support. Expertly review

opportunities for positive change, and implement programs and procedures

that streamline business, reduce costs, and improve overall profitability.

Analyze customer service metrics as a means to enhancing customer

satisfaction goals. Regarded for the ability to train and inspire staff to

achieve corporate goals and objectives. Strong budgetary planning and

tracking expertise. Relevant skills include:

Financial Management ( Team Leadership ( Productivity and Performance

Gains

Business Analysis and Improvements ( Bottom Line Growth ( Staff

Training and Development

Highlights of Relevant Experience

As Service Delivery Manager, Affiliated Computer Services, Inc. (ACS)

. Planned, staffed, budgeted, and managed expenses for the Disney

business units, which included Disneyland Resort, ABC Cable Network

Group, and Walt Disney Imagineering.

. Successfully managed the Disney IT outsource program P&L. Directed

daily implementation of operational improvements to ensure complete

customer satisfaction.

As Service Delivery Manager, Northrop Grumman Corporation

. Served as a highly regarded and effective team leader for the bid /

response team, which contributed to a $650 million contract with

County of San Diego.

. Consistently met support metrics and customer satisfaction objectives,

providing hardware / software support, installation, and upgrades on

Windows-based and UNIX desktop / server platforms for the Southern

California customer base.

. Directed national programs in multiple locations for Nortel and Unisys

Boeing. Ensured service metrics, staffing, and profitability metrics

were maintained.

Professional Experience

AFFILIATED COMPUTER SERVICES, INC. - Service Delivery Manager, Anaheim, CA

2007-2008

Proactively managed and maintained service delivery initiatives, sales

operations, IT, HR, and facilities for the Disney IT outsource program.

Conducted budget analysis, labor planning, and resolved business issues.

Coordinated professional activities between the client and internal

corporate staff.

NORTHROP GRUMMAN CORPORATION - Service Delivery Manager, Los Angeles, CA

1996-2007

Handled sales support; responded and addressed the RFP and RFQ processes

for commercial clients and major programs. Monitored the budget and

maintained full P&L responsibility.

SUN MICROSYSTEMS - Area Manager / Strategic Account Manager, El Segundo, CA

1989-1995

Proactively managed pre-sales, installation, and support of hardware /

software upgrades for leading customers, including Hughes, Rockwell,

Northrop, TRW and Jet Propulsion Laboratory. Implemented 1200+ UNIX

workstations in nine cities over two months for the 1994 World Cup USA

soccer tournament. Resolved technical issues for Sun's Value Added and

Master Reseller programs.

Education / Affiliations

Electronic Engineering Coursework - East Los Angeles City College; Glendale

City College

Computer Technology - Control Data Institute

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